Servicedesk

The servicedesk support is a reactive form of technical product assistance provided by Trend Micro product specialists. The customer takes the initiative for support through the support portal, via email, or by phone.

Comanaged

The reactive servicedesk can be extended to a proactive co-managed service. With a co-managed service, we can relieve the IT management department by reducing daily management pressure and required product knowledge, while retaining control and governance. Together with the customer work together to ensure that the products covered under the co-managed service contract function seamlessly. Periodically, our product specialists conduct technical investigations and security audits on the products, and the findings and security recommendations are documented in written audit reports. While we are responsible for the proactive management of the products, the customer remains ultimately responsible for governance, daily operational management, and configuration of the products. Support inquiries, similar to a servicedesk contract, are handled within the defined response and resolution times. With a co-managed service, we will ease the burden on the customer's IT management department and ensure optimal product performance without compromising the customer's control and governance.

Comanaged XDR

With the co-managed XDR service, we go a step further in relieving the IT management department by taking on not only the management burden but also a significant portion of the security burden. This security burden typically arises from generated security event detections from Endpoint Detection and Response (EDR) or Extended Detection and Response (XDR) solutions. Periodically, our security specialists investigate medium and high-critical security event detections. High-critical security event detections provided by the customer themselves or coming from an external 24x7 XDR monitoring service are directly investigated via the XDR platform and provided with advice or (optionally) automated mitigation. As part of this service, periodic technical audit checks are performed on the proper functioning and coverage of the XDR platform, including checking agent deployment and connections with firewalls, SIEM, SOAR, AIM, and vulnerability management systems such as Fortinet, Microsoft, and Azure Sentinel. An XDR Security Rating benchmark compared to specific industry and best practice target scores is also part of the service. We will also install and manages, if necessary, a Threat Intelligence Platform (MISP), which adds global or local threat intelligence information as enrichment to the XDR platform. With this, the specific co-managed XDR service streamlines, improves, and ensures the operation of the entire XDR platform, providing customers with full support in managing their security environment.

Managed 24x7 XDR

The managed 24x7 XDR service is an extension of the co-managed XDR service and includes a 24x7x365 manned XDR security event monitoring service (SOC). This means that our security consultants directly handle, investigate, and discuss high-critical security event detections 24x7 with the customer. Such detections indicate security incidents and breaches. Where possible, mitigation advice is provided. If necessary, high-critical security event detections can be optionally mitigated directly or automatically through the central XDR platform. For this purpose, we will develop the necessary XDR playbooks. After mitigating a security incident, we can also provide support for any restoration work. All relevant alerts and analyses are included in the periodic MXDR reports. In addition, for each resolved security incident, a specific MXDR Security Incident Analysis Report is prepared, which can be used internally and externally as evidence of restoration. With the managed 24x7 XDR service, we offer customers a comprehensive and high-quality security solution. It not only provides the benefits of the co-managed XDR service but also ensures immediate support in investigating and mitigating high-critical security event detections, allowing customers to rely on continuous and proactive security for their IT environment.

CIRT-service

With the Cyber Incident Response Team (CIRT) service, we extend the managed 24x7 XDR service further by adding an incident response team. This team comprises forensic investigators and specialists who coordinate and provide support in the event of actual cybersecurity breaches, such as a ransomware outbreak, data breach, or other cyber attack. In such an incident, a forensic investigation will be initiated to prevent further spread of the incident. Recommendations regarding recovery are an integral part of the CIRT service. The CIRT service is a high-quality addition to the existing managed 24x7 XDR service and provides customers with comprehensive support in dealing with security breaches.